Customer Service

Below are some Frequently Asked Questions about FamilyLink, organized in sections. Please feel free to contact our Customer Service at 1-888-518-2703, Monday through Friday 7am to 5pm US Mountain Time. You can also reach us via our contact form.

My Account

How Do I Sign In?

At the top right hand side of the FamilyLink homepage, www.familylink.com, type in your email address and password in the Sign In boxes and then click on the box that is labeled login. You will be redirected to the homepage. You will see your name and membership status in the top right hand corner of the homepage.

Trouble Shooting: If you see "Welcome" without your name when signing in, then try clicking Logout and signing back in to your account.

More Trouble Shooting: If you see Join Today even though you are logged in, please refresh your page and remove any cookies saved to your web browser.

How do I sign out?

To sign out, click on the link "Logout" at the top right hand corner of the FamilyLink website.

What is my password?

From the FamilyLink homepage click on "Sign In" at the top right hand corner. Under "Members Login Below" you will see "Forgot your Password?" Type in your email address in the box provided and we will email you your password.

You can also email us via our contact form for your password to be sent to you.

Please remember that your password is case sensitive.

How do I change my email address?

Click on the link "My Account" which is located on the bottom left hand side of the FamilyLink website. In the "Account and Contact Info" box you can update your email address.

How do I cancel my subscription?

If you wish to cancel your subscription to FamilyLink, please contact us by phone at 1-888-518-2703 between the hours of 7:00 a.m. to 5:00 p.m. (Mountain Standard Time), or use the Cancel Subscription option on the My Account page.

We are so sure that you will get valuable genealogy information and family history help with your FamilyLink subscription that we offer a 30 day money back guarantee. If at any time during your first 30 days of a new subscription you do not get your money's worth simply call us on our toll free number at 1-888-518-2703 and request a refund. We will gladly refund your total membership amount. Simple as that!
This money back guarantee applies to all new FamilyLink membership plans and does not apply to any shipped products.

If the FamilyLink membership that you purchased included a product that was included as a premium or promotional offer (magazine subscriptions, software, eBooks, audio books, etc.) then the amount refunded will be reduced to cover the cost of the additional product.
There are no refunds of magazine subscriptions, software, eBooks, audio books, or other downloads or shipped physical products in boxes.
The sale of magazine subscriptions downloads, or other electronic, digital, or physical products are final. The amount refunded will be 50% of the purchase price to cover the cost of the FamilyLink membership.

General Site Information

Which browsers do FamilyLink support?

We support Mozilla (Firefox), Internet Explorer 6, 7, 8, 9 and Mac/Apple Safari. We do not support Internet Explorer 5.5 and previous versions. We also do not support Mac/Apple Opera.

Please note if you are using Windows Vista and are having trouble viewing our site you will need to add FamilyLink to your security settings. Some Vista users find that if they don't add FamilyLink to their security settings, they are no longer able to log into our website.

To fix this problem you need to add the following link to your Trusted Sites list: https://www.familylink.com

To do this, follow the instructions below. (If you are not using Internet Explorer, please let us know so that we can send different instructions.):

In Internet Explorer, click on the Tools Menu at the top of the screen (or press ALT+T).

From the Tools drop-down menu, select Options.

In the Internet Options box, click on the Security tab at the top.

Click on the green check mark Trusted Sites.

Click the Sites button, to the right of the checkmark.

Under "Add this website to the zone:" type https://www.familylink.com (the box may already show http://www.familylink.com but you need to make sure you put "https" not just "http."

Click Allow.

Once you have added the site, close completely out of your browser. Then go back in your browser and sign in at FamilyLink.com.
If you are still unable to log in, or if you have further questions or concerns, please contact us at 1-888-518-2703.

Where can I find someone who can help me with my family history?

To find a professional genealogist who can help you with your research, consult the Association of Professional Genealogists at http://www.apgen.org/.

Various volunteer groups are also available to help with record lookups. One such group is Random Acts of Genealogical Kindness at http://www.raogk.org/.
You can receive free help at your local Family History Center, located in meetinghouses for the Church of Jesus Christ of Latter-day Saints. Family History Centers are affiliated with the Family History Library in Salt Lake City, Utah. To find your local Family History Center see http://www.familysearch.org/eng/library/FHC/frameset_fhc.asp.

What does "See Neighbors" mean on the SSDI?

When you click on the link "See Neighbors" on a Social Security Death Index entry, you will be taken to a list of people who died in the same zip code and the same year as the person you are researching. This feature provides this information only in cases where the deceased's locality is listed.

Where is a list of all databases on WVR?

There are a few ways that you can view databases housed on FamilyLink.

By clicking on the "Places" link on the top blue toolbar you can search on databases by region.

By clicking on "Search" on the blue toolbar you can search by our most popular data types including Birth, Marriage and Death Records; Census Records; Court, Land, and Probate Records; Family Trees; Immigration Records; Military Records; Newspapers; and Reference Materials.

From the FamilyLink homepage you can browse our databases by Featured Collection, Databases of the Month or by a list of all of our databases.

Where is a list of recent databases?

FamilyLink adds new databases throughout the month, with records from the United States and the World. To see the most recent databases, go to the top blue toolbar and click on "Search."

From there you will click on the link, "Recently Added Databases." This will show you a list of databases that were added in the last few weeks. All titles are clickable links that will lead you to the search engine for that database.

Subscription Payment and Billing

How much is a subscription to FamilyLink?

Price varies depending on if you are purchasing our U.S. Collection or our World Collection. Please see our membership page, for details about subscribing.

*Cost for membership for Utah residents also includes in-state sales tax.

Can I pay for my subscription by check or money order?

Yes, first call our Customer Service Department at 1-888-518-2703 to start your subscription. Then mail your check or money order to us at:

FamilyLink
2975 Executive Parkway Ste 310
Lehi, Utah 84034

Your subscription will be activated once we receive your payment.

How do I change my billing address?

Click on the link "My Account" which is located on the bottom left hand side of the FamilyLink website. In the "Your Address Book" box you can update your shipping and billing address.

What is Auto Renewal?

FamilyLink subscriptions are continuous service memberships. Once you subscribe to the service, your membership will automatically renew and your billing choice will be charged based on the subscription type you have chosen and the then standard subscription rate.

Billing charges will be processed within 24 hours of your initial order or renewal date. Any products included in your order that are not available for shipment within 24 hours of your order will be shipped separately with a separate billing, if applicable. As a subscriber, you are responsible to maintain your account information and keep your contact information current.

Upon renewal, you will have 30 days subsequent to your subscription renewal date to cancel your subscription to receive a full refund.

What can I do in My Account?

The "My Account" link is found on the bottom left hand corner of FamilyLink. My Account allows you to update your phone number, mailing and email address. You can also change your password and check on your subscription expiration date.

FamilyLink Databases

Do you find vital record certificates for living people?

We do not provide vital record information for living people. We recommend checking with your state department of health or department of health and human services for more information regarding obtaining records for yourself or your immediate, living family. You can find information about vital records and where they can be obtained through the websites www.vitalrec.com and www.vitalchek.com.

Is Geo-coding unique to the FamilyLink website?

Geo-coding is an emerging technology that is part of FamilyLink strategy to apply Web 2.0 functionality to genealogy research.
FamilyLink is not the first to apply geo-coding to genealogy data, but it is the first to apply geo-coding functionality to every data set.

Geo-coding is the process of identifying the latitude and longitude of a geographic location. This location is then displayed on a user-interactive map that allows for zooming and panning. These maps can show roads, county and/or country borders, and even satellite maps to identify the location.
The primary purpose is to see the geographic location in relation to other surrounding geographic locations. An additional purpose is to follow migrations over time. Seeing surrounding communities can also help to identify neighbors and/or extended family members.

One of the places we have used Geo-coding is in our Social Security Death Index.

How do I view an image from a Newspaper or Book?

If you have trouble viewing images of newspapers or books, please send an email via our contact form.
Please include the URL of the page where you were experiencing difficulty with and the name, page number, etc. Also make sure that you have Java installed on your computer.
You can install Java for free from www.java.com.

How do I view an image from the Find My Past Collection?

In order to view the UK Census records from Find My Past, your browser must be up to date with Adobe® Flash® Player. This is a free download.

You will know that you need this free download, if a UK record is not displayed when you click to view the image. To download the player, please click on the link below:

Once you click on the link above, you will be brought to the download page for Adobe® Flash® Player. You will begin your download in the "Download now" section of this website. You may have the option to bundle the Player with other software. That is up to you. Adobe® Flash® Player is the only required download. To begin, click the Download now button.

Your computer will ask you to verify the download, save the File to your computer and approve the installation. The Adobe website will walk you through each step to complete the download process.

Contact Us

Please fill out the form below. All fields are required.

* First Name

* Last Name

* Email

* Phone

* Reason

* Subject

* Message

Please note that by filling out this form, it will not cancel your account. You must either call us or receive a confirmation from the email support team.

Mailing Address

FamilyLink
2975 Executive Parkway Ste 310
Lehi, Utah 84043

Customer Service

1-888-518-2703
Monday through Friday
7am to 5pm US Mountain Time

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